Phd thesis on crm in banking sector zambia

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June 29, ; Accepted Date: July 15, ; Published Date: J Bus Essay my high school experience Aff 5: This is an open-access article distributed under the terms of the Phd thesis on crm in banking sector zambia Commons Attribution License, which permits unrestricted use, distribution, and reproduction in phd thesis on crm in banking sector zambia medium, provided the original author and source are credited.

This is an analytical study based /buying-an-existing-business-business-plan-examples.html on the primary data collected through a scientifically developed questionnaire and secondary information sources.

The questionnaire to customers was administered on a sample size ofchosen on a convenient basis across the branch network. These statistical methods used are as follows: The banking sector is the backbone of any financial system of the economy.

Commercial banks play an important role in the development of Zambian economy through mobilization of resources and their better allocation. Service quality has continued to gain importance due to its unique characteristics involving phd thesis on crm in banking sector zambia, inseparability, variability and perishability.

Researchers have come up with different dimensions of service quality. Service quality has become a principal competitive weapon in the banking industry. Services are intangible and also not easily duplicated. Quality on the other hand, is differentiable and stems from the expectations of customers. The key variables in meeting customer expectations begin with identifying the specific characteristics of service quality as perceived by the customer who defines the phd thesis on crm in banking sector zambia and importance of service quality.

Among the service industry stakeholders, read article banking sector is perhaps the largest one that caters to the needs of people belonging to all sections of society.

Finance Bank Zambia Plc Retail Customers' Perceptions of Service Quality

Moreover, perceived service quality tends to play a significant role in the here between customers and the service providers. In addition, Finance Bank is large enough to capture phd thesis on crm in banking sector zambia represent almost all the critical dimensions of total service quality that management may have to encounter in phd thesis on crm in banking sector zambia to manage a service organization effectively.

Amid intense competition and the dynamic business environment, surviving in the market has become a key challenge for many service organisations.

Service quality has become one of phd thesis on crm in banking sector zambia key tools for surviving read article gaining competitive advantage in banking industry, since its offering comprised mainly of intangible elements.

Thus service quality has taken considerable interest in marketing literature.

The banks perception phd thesis crm crm in banking sector zambia service quality may be quite different from what retail customers perceive as service quality. Service quality has drawn the attention of researchers and phd thesis on crm in banking continue reading zambia because it is known to reduce costs and increase customer satisfaction, which are usually associated with customer loyalty which leads to banking sector zambia economic returns for the company.

Also, service quality was found to have a relationship phd thesis repeat purchase intention by Perez and Chen and consumption behavior by Dabholkar [ 1 - 3 ].

Therefore, service quality is a measure of the performance of an organization, which makes it important for both crm and phd thesis to consider according to Karatepe [ 4 ]. Rust stated that service quality survey results can be /dissertation-proofreading-service-price-guide.html by managers to make important marketing zambia and to project the impact of different phd thesis on crm in banking sector zambia of action [ 6 ].

According to Athanassopoulos offensive marketing involves attracting new customers, while defensive zambia /introduction-of-essay-definition.html keeping existing customers [ 8 ]. Having a defensive marketing strategy is better because it is cheaper visit web page retain existing customers for many reasons, such as lower expenses for advertising to attract new customers banking sector whom it takes time to establish loyalty.

Finance Bank Zambia Plc Retail Customers' Perceptions of Service Quality | OMICS International

link As discussed earlier, providing high levels of service quality is one way to keep customers both satisfied and loyal.

According to Lages and Fernandes service quality became prominent since the s because in phd thesis on crm in banking sector zambia industrialized economies the service sector accounts for more than half of the GDP [ 9 ]; this represents the service sector without considering the manufacturing sector, which has also started to provide services phd thesis on crm in banking sector zambia to Gupta [ 10 ].

This is an indication of the magnitude of the service industry and thus the need for phd thesis on crm in banking sector zambia levels of service quality.

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